Shawbrook keeps service levels high despite Christmas break
03 February 2015
In December Shawbrook Bank successfully kept SLAs high, despite holidays for valuers, brokers and staff alike.
With customers pushing for completion prior to Christmas, in the three working weeks of December, Shawbrook saw the same volume of post worked across short-term and term loans as in October – 3,677 items for term loans and 1,269 for short term. The turnaround times for this post remained high, with improvements in the 48-hour turnaround time on new applications for term loans up 10% to 67.3%, and the four-hour turnaround timeframe for short-term loan applications increasing slightly to 97.2%.
Overall in Q4 the team was able to provide constantly high levels of service across all areas. Key highlights included:
- Service levels on post worked was consistent from October to December on both term and short-term loans
- Valuation times held steadyacross the quarter, including in December, reflecting the hard work from the Shawbrook team and its valuer partners
- Feedback on the non-rep legal service and client solicitor panelwas positive in the last Broker Barometer and service levels remained consistent
Valuations – Q4 average
- Business Valuations: 14.4 days
- Commercial Valuations: 11.26 days
- Residential Valuations: 5.64 days
- STL Commercial Valuations: 8.59 days
- STL Residential Valuations: 3.76 days
- STL Refurbishment Valuations: 4.68 days
Karen Bennett, Sales & Marketing Director, Commercial Mortgages, Shawbrook Bank said:
“Keeping service levels consistent overall for the whole quarter, including the December holiday period, is a testament to the hard work of the lending team as a whole and our broker partners. With the New Year off to a flying start, we hope for continued improvement and look forward to January’s results.”
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